Need a little help?
Check out our support menu below, you’ll likely find what you’re looking for. If that’s not doing the trick, we would love to help you out. Simply email us at firstname.lastname@example.org and we’ll respond to you right away. Our support hours are Monday-Friday from 9-5 CST.
How do I get permission from my customers for pre-authorized debits?
Before you can collect payments from your customers, you will need to get their permission. You can do this either with a paper pre-authorized debit (PAD) agreement, or you can create an electronic form with our permission form creator.
When do I see the money I collect?
Unlike Interac or credit cards, the timing of pre-authorized debits is a little different. Due to the exchange of information between Financial Institutions, it typically takes 2-4 business days to verify if a payment has been approved (to determine if funds were available). Because of this delay, and to ensure you are getting approved payments, our daily settlements are processed for payments 4 business days earlier, meaning you will see the money in your account within 5 business days (1 week) from the process date.
Can I get reports of my transactions and settlements?
Yes you can! In your Rotessa account, click the Reports dropdown, the choose the report you would like to generate.
How do I add users to my Rotessa account and manage their access?
You can add users to your Rotessa account by going to Admin > Users